Refund policy

At Obsessive Recessive Roots C.I.C., we want you to be satisfied with your purchase. This policy outlines your rights regarding returns, refunds, deliveries, and event bookings.

1. Online Product Orders

Under the Consumer Contracts Regulations, customers have the right to cancel most online purchases within 14 days of receiving their order.

To qualify for a return:

• Items must be unused and in a resaleable condition.
• Items should be returned in their original packaging where possible.
• Proof of purchase must be provided.
• Customers must notify us of their intention to return an item within 14 days of receiving it.

Once notified, items should be returned within 14 days.

Unless an item is faulty, damaged, or supplied incorrectly, customers are responsible for return postage costs.

2. Non-Returnable Items

The following items may not be eligible for return unless faulty:

• Personalised or custom-made products.
• Perishable items.
• Digital downloads or digital products once accessed or downloaded.
• Sealed products that have been opened where hygiene or safety regulations prevent resale.

3. Faulty, Damaged, or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery.

Please provide:

• Your order number.
• Details of the issue.
• Photographs where appropriate.

Following assessment, we may offer:

• A replacement item.
• A full refund.
• A partial refund.

This does not affect your statutory rights under UK consumer law.

4. Delivery

Orders are normally dispatched using:

• Royal Mail for standard and smaller parcels.
• Evri for larger or heavier parcels.

Delivery times are estimates only and may vary.

Obsessive Recessive Roots C.I.C. cannot be held responsible for delays caused by Royal Mail, Evri, weather conditions, industrial action, customs checks, or circumstances beyond our control.

If a parcel is lost in transit, we will work with the courier to investigate and resolve the issue.

5. Refund Processing

Once returned goods have been received and inspected, we will notify you of the outcome.

Approved refunds will be issued using the original payment method wherever possible.

Please allow up to 10 working days for funds to appear in your account after a refund has been processed.

6. Events, Workshops and Activities

Where tickets or places are purchased for events, workshops, courses, or activities:

• Cancellations made more than 14 days before the event may be eligible for a refund.
• Cancellations made within 14 days of the event may not be refundable unless exceptional circumstances apply.
• If Obsessive Recessive Roots C.I.C. cancels an event, a full refund or transfer to an alternative date will be offered.

7. Donations

Donations made to support the work of Obsessive Recessive Roots C.I.C. are generally non-refundable.

If a donation has been made in error, please contact us as soon as possible and we will review the request.

8. Contact Us

For returns, refunds, or questions regarding an order, please contact:

Obsessive Recessive Roots C.I.C.

📧 Email: obsessiverecessive-reptiles@outlook.com

Please include your order number and details of the issue so we can assist you as quickly as possible.

9. Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, Consumer Contracts Regulations, or other applicable UK consumer protection legislation.